Key responsibilities of this position include:

• Handle tickets escalated from the Help Desk in a timely manner. Provide follow-up to users after initial visit. Retain ownership of own assigned tickets and update ticket logs daily.
• Provide direct technical support for computer system users in the office.
• Support and troubleshoot both computer and telecommunications-related issues: software, hardware, network devices, printers, and smartphones.
• Assist with training system users as required on all aspects of computer technology.
• Participate in application testing.
• Participate in the weekly rotation of the after-hours support.
• Maintain and improve technical skills and abilities through continuing professional education and certifications.
• Some travel is required to assist with on-site support.

Required Skills:

• High School Diploma or equivalent.
• At least a two-year college degree or technical school diploma is preferred; however substantial experience can substitute for education.
• A minimum of three years’ experience in IT operations, preferably in a law firm environment.
• A+ Certification is required. Network+ and Security is preferable.
• Experience with Sharepoint is a plus.
• Experience with M365 is a plus.
• Excellent oral and written communication skills.
• Ability to read, comprehend and follow instructions.
• Ability to communicate with attorneys and staff in an effective, non-technical manner.
• Strong technical knowledge in relevant areas.
• Demonstrated ability to train computer system users in one-on-one settings.
• Ability to manage multiple priorities and adjust to changing priorities in a professional manner.
• Willingness and ability to assume new tasks and responsibilities.
• Proven ability to maintain and update technical knowledge and skills.
• Strong service orientation, and an ability to establish and maintain effective working relationships with users, peers, office and firm management, and outside business partners.
• Ability to work well under pressure, facilitate solutions, and meet deadlines and milestones for projects assigned.
• Commitment to professional growth and development.

Job Type: Full-time

Pay: $40,000.00 – $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Farmington Hills, MI 48334